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Milady Standard Esthetics: Chapter 3

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Chapter 3 - Communicating for Success
kchobotor
Quiz by kchobotor, updated more than 1 year ago
kchobotor
Created by kchobotor almost 11 years ago
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Resource summary

Question 1

Question
Besides having excellent technical skills, what must you master to succeed in the skin care business?
Answer
  • art of communication
  • gift of the gab
  • in-depth medical knowledge
  • positive thinking

Question 2

Question
An intake form is also called a(n):
Answer
  • client history or client profile
  • admission card or new client survey
  • client card or portfolio
  • client questionnaire or consultation form

Question 3

Question
Your client should always sign a(n) __________ prior to more aggressive skin care treatments.
Answer
  • medical insurance form
  • allergy history
  • intake form
  • consent form

Question 4

Question
When should a client consultation be done?
Answer
  • prior to every service
  • change of season
  • twice yearly
  • every birthday

Question 5

Question
You should cover __________ during a consultation.
Answer
  • client's lifestyle
  • all key points
  • client's emotional state
  • all answers

Question 6

Question
__________ is not a skin type.
Answer
  • Normal skin
  • Hyperpigmentation
  • Oily skin
  • Combination skin

Question 7

Question
The salon manager is generally responsible for:
Answer
  • daily maintenance
  • daily operations
  • quality of client services
  • all answers

Question 8

Question
When dealing with difficult people, you should always:
Answer
  • respect boundaries
  • think before you speak or act
  • be assertive but respectful
  • all answers

Question 9

Question
There is a huge difference between being right and:
Answer
  • winning the argument
  • being righteous
  • being correct
  • bonding with your client

Question 10

Question
Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should:
Answer
  • seek the aid and advice of your manager
  • seek the aid of your most trusted coworker
  • give the client whatever she wants to make her happy
  • call the salon hotline

Question 11

Question
Customer service is central to:
Answer
  • retail
  • having a good phone system
  • location of front desk
  • success

Question 12

Question
You need to understand __________ before you can understand others.
Answer
  • skin care services
  • your family
  • yourself
  • your limitations

Question 13

Question
We like to interact with __________ when we feel secure.
Answer
  • other estheticians
  • interactive retail displays
  • interactive Web series
  • other people

Question 14

Question
You should take care of __________ first.
Answer
  • yourself
  • your clients
  • your friends
  • your spouse

Question 15

Question
Communication is:
Answer
  • e-mail, text messaging, cell phones
  • sharing information between two people
  • writing often
  • successfully sharing information between two people

Question 16

Question
What should you do when you have an unhappy client on your hands?
Answer
  • offer to redo the service as soon as you possibly can
  • if the service cannot be redone, explain to the client exactly why this is the case
  • ask for the assistance of your manager
  • all answers

Question 17

Question
Every action brings about a reaction means:
Answer
  • we cause chain reactions
  • a quality service creates more quality services
  • everything we do -- good or bad -- elicits a response from others
  • all answers

Question 18

Question
The opposite of having a pleasant tone of voice is:
Answer
  • rapid, jumbled voice
  • a raspy voice
  • feeling cranky
  • sounding nasal

Question 19

Question
When dealing with a dissatisfied client, you should:
Answer
  • argue with her
  • try to move on to the solution
  • debate each point
  • not say a word

Question 20

Question
An employee evaluation is a formal meeting where:
Answer
  • your progress, work habits, and skill levels are discussed
  • new goals are set or current ones are reviewed
  • compensation is discussed
  • all answers

Question 21

Question
When giving a consultation, what should you have at your fingertips?
Answer
  • vendor pamphlets
  • before-and-after pictures
  • intake form
  • all answers

Question 22

Question
Which of the following questions are not part of a 10-step consultation?
Answer
  • skin type, skin conditions, Fitzpatrick typing
  • lifestyle, sun exposure
  • repeat questions
  • marital status, children

Question 23

Question
In a salon/employee situation, what is the best way to handle tardy clients?
Answer
  • follow your salon's late policy; still take the client, if you have room
  • establish your own late policy and stick to it
  • take them, even if you make other clients wait
  • ask them to find another esthetician

Question 24

Question
What is an important step when determining why a client is unhappy?
Answer
  • ask for specifics about the situation
  • find out who is at fault, and start from that point
  • check to see if she has a history of complaining
  • check to see if she purchased products from your salon

Question 25

Question
When you interact with fellow staffers, you should:
Answer
  • be honest and sensitive
  • remain neutral
  • remain objective
  • all answers

Question 26

Question
When you interact with fellow staffers, you should:
Answer
  • be honest and sensitive
  • remain neutral
  • remain objective
  • all answers

Question 27

Question
Gossiping with coworkers if permitted when:
Answer
  • clients cannot hear what you are saying
  • you trust the other person not to repeat what you are saying
  • you are not on the salon premises
  • it is never alright to gossip with coworkers
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